Refunds and returns

The information below is from Collins Education Terms & Conditions.  View full terms.

Physical Products (Books, CD-ROMs etc)

For UK and International Schools

• Unwanted goods can be returned up to 3 months from the original invoice date, as long as they are unmarked/unused.
• Faulty products or those damaged on delivery can be returned for a refund or replacement up to 3 months from the original invoice date.
• Evaluation terms: Evaluation materials are available for you to look at without charge for 30-days. Should you decide that you do not require your materials, please contact our Customer Service department. Please note, orders must be returned within 90 days for a full refund.
• Although our IT Helpdesk are happy to assist with general queries, Collins Education are not responsible for resolving local network problems and refunds will not be issued after the initial 3 month period on this basis.

For Individuals and Home use

• Unwanted goods can be returned within 28 days from the original invoice date, as long as they are unmarked/unused.
• Faulty products or those damaged on delivery can be returned for a refund or replacement within 28 days from the original invoice date.
• Although our IT Helpdesk are happy to assist with general queries, Collins Education are not responsible for resolving local network problems and refunds will not be issued after the initial 28 day period on this basis.

Digital Products (subscriptions to online resource sites or applications)

For all customers

• Please take advantage of free trials of our digital products to evaluate their benefits for you/your school and to verify if you have the required system set-up to run the product.
• Once you have taken out a full subscription to a product, you may request a refund (for whatever reason) on the full cost of the product within 28 days of the subscription start date. 
• We are unable to process refunds on digital products once your subscription has run for more than 28 days. 
• Although our IT Helpdesk are happy to assist with general queries, Collins Education are not responsible for resolving local network problems and refunds will not be issued after the initial 28 day period on this basis.

Please note:

• We reserve the right to withdraw, redesign or replace digital products at any time.
• If a product is to be withdrawn, customers will be given 45 days notice and details of how to claim a refund for the remainder of their subscription.
• We do not guarantee the product will be available at all times, though we will make best endeavours to ensure its availability from 8am to 11pm.
• We will from time to time suspend products for maintenance without liability to subscribers.
• In the event that we shall be prevented by maintenance or circumstances beyond our reasonable control from providing the product, it shall be suspended for so long as such cause shall continue to have effect.

Please contact our customer services team if you would like to request a return, refund or exchange: 0870 787 1610 (Primary Schools) and 0870 787 1612 (Secondary Schools & Colleges).